Customer Resilience Manager - Customer Success (Remote)

About the team and role

The Customer Resilience Manager (CRM) is a key role within the Customer Success organization. The successful candidate will drive all aspects of the post-sales journey for a select group of Enterprise Accounts at Rubrik. The CRM works as the driver, customer advocate, and primary point of contact between Rubrik and its select clients, managing their life cycle with Rubrik, maximizing ROI, and coordinating to achieve their business goals and objectives. The CRM functions as an extension of the Sales Account Team and partners with the customer to achieve faster adoption, time to value, and overall engagement and satisfaction. CRMs drive product enhancements and manage escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management.

The position's objective is to deliver an industry-leading customer experience for Rubrik customers, both proactively and reactively. To succeed as a CRM at Rubrik, you must have excellent leadership, interpersonal, and communication skills. These skills are essential when mediating and driving to develop and achieve the customer's tactical and strategic business objectives.

What you'll do

• Become familiar with the account background, key stakeholders, goals, requirements, and expectations of Rubrik.
• Ensure timely responses and communications to provide a high degree of customer satisfaction.
• Jointly develop a success plan with the customer and drive to achieve their goals and objectives.
• Be flexible, and provide a tailored, comprehensive, focused, and value-driven customer experience.
• Own and drive the customer's overall journey, experience, and touch points with Rubrik.
• Monitor the customer's environment, identify proactive activities to prevent issues, and keep the account in good standing.
• Provide insight, performance benchmarking, and recommendations to the customer.
• Own product activation and usage for the account, tracking adoption against goals and closing gaps proactively.
• Drive the renewal of all purchased products and services for the account, engaging early to secure renewal and prevent churn.
• Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.
• Engage Support, Escalation, and Engineering teams as needed to ensure an optimal Rubrik experience for the customer.
• Manage account and case escalations, including customer and account team expectations around support, and create virtual cross-functional teams as needed to achieve customer goals.
• Drive continuous improvement, lessons learned, and other processes to prevent escalations.
• Develop POC awareness with SEs and Account Directors, and generate weekly reports for customer and support teams.
• Manage escalations, initiate conference calls, and drive to closure while delivering timely updates to stakeholders.
• Coordinate, craft, and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.
• Closely monitor top issues and trends, and take necessary proactive action to prevent or limit customer exposure.
• Own the entire customer lifecycle, including onboarding, ongoing experience, and measures to ensure product adoption, growth, and renewal.

Experience you'll need

• Bachelor's degree in a computer-related discipline preferred.
• 8+ years of experience in a customer success and/or technical account management role in a technology-based company.

Skills

• Competent, knowledgeable, and confident — able to coordinate and lead required resources to address customer requirements.
• Passionate about customers — strong customer orientation, proactive and positive by nature.
• Cross-functional and collaborative — able to assemble and lead team initiatives and resources.
• Excellent presentation, written, and verbal communication skills.
• Able to confidently present to and communicate with executive audiences, both internal Rubrik leadership and customer executives/senior management.
• Skilled at tailoring messaging and tone for different levels of an organization, from technical stakeholders to C-level executives.
• Proven experience with escalation management and proactive account management at the global enterprise level.
• Self-driven, proactive, hardworking team player.
• Excellent interpersonal and teamwork skills; proven ability to build working relationships at all levels of management.
• Proven ability to partner successfully with multiple teams and customers outside their direct influence.
• Able to travel to other locations and customer sites on occasion.
• Willing to work outside standard business hours when situations dictate.